Temporary /On Call Outbound Customer Services Representative

Description

The Temporary/On-Call Outbound Customer Services Representative plays a vital role in maintaining high-quality customer interactions and proactively retaining subscribers. This position is responsible for engaging in outbound calls to new, existing, and disconnected customers with the goal of reducing churn, cross-selling, upselling, offering add-ons, and recommending product upgrades.

Responsibilities:

1. Outbound Customer Engagement:

   • Contact a minimum of 110 successful customers and attempt 260 client calls per day.
   • Execute outbound calling campaigns to new, existing, and disconnected customers.

2. Quality Assurance:

   • Maintain a minimum of 80% quality assurance (QA) score on customer interactions.

3. Customer Inquiries:

   • Answer customer inquiries by providing clear and relevant information.
   • Apply innovative solutions to address various types of concerns and complaints.

4. Professionalism:

   • Maintain a professional and empathetic attitude, especially in challenging situations.

5. Issue Resolution:

   • Identify customer queries, explore answers, provide alternative solutions, and implement these solutions promptly.
   • Escalate unresolved queries to the appropriate channels for resolution.
   • Troubleshoot and resolve customers' problems with our product by determining the root cause and following through with a resolution.

6. Transaction Handling:

   • Fulfil customer requests by clarifying information, completing transactions accurately, and forwarding requests when necessary.

7. Product Knowledge:

   • Achieve and maintain proficiency in our product offerings, including a comprehensive understanding of our escalation matrices.

8. Data Maintenance:

   • Maintain an up-to-date customer database by reconfirming and updating customer details during every interaction (Database Cleanliness - DBC).

Requirements

Qualifications Essential
A minimum of 25 points in grade 12,
Professional communication skills, written and verbal
Computer literate, numerical aptitude, and willingness to learn new skills
Passionate about customers and service delivery
Proficient in English (Proficient in any local language added advantage)
Customer service orientated - Tele sales skills added advantage

Behavioural Competencies
Problem Solving
Flexibility/Adaptability
Target /Deadline driven
Team Player

Closing Date 08 September 2023